PAID will update the situation of complaints and the situation of requests for alternative dispute resolution in the first 15 days of each month according to the provisions of Norm no. 18/2017.

In accordance with the provisions of the ASF Norm no. 18/2017, in order to ensure the transparency of the way of registration and settlement of petitions, as well as of the requests for alternative dispute resolution, by the company Insurance Pool Against Natural Disasters S.A., we provide you with the latest information.

Any written complaint will be answered within a maximum of 30 calendar days from the date of its registration in the PAID single register of petitions, regardless of whether the solution is favorable or unfavorable. The answers to the petitioners' complaints must be formulated in a clear, concise manner and referring to the relevant legal rules.

In the event of unfavorable responses, the petitioner will be informed of the amicable settlement of the petition or of alternative dispute resolution, as appropriate, respectively:
• in the case of natural persons - the alternative dispute resolution entity SAL-FIN, the only alternative dispute resolution entity in the areas in which ASF has jurisdiction.

• in the case of legal entities - mediation or arbitration.
All response addresses to petitioners will be signed on behalf of PAID by the designated persons and will have an exit number generated by the Single Entry / Exit Register.

PAID will respond in writing and in a timely manner to all complaints addressed to it. If a petitioner makes several complaints referring to the same issue, they will be connected, and the petitioner will receive a single reply which must refer to all petitions received.

If the petitioner submits a complaint by e-mail, he will be replied to the e-mail address from which he sent the complaint, and the reply to the complaint will be attached, signed and stamped by the designated persons, following that version in physical format to be sent by post or express courier if PAID is in possession of the applicant's postal address.

Updating the complaints on the PAID Romania website

PAID will update the situation of complaints and the situation of requests for alternative dispute resolution in the first 15 days of each month according to the provisions of Norm no. 18/2017.

In accordance with the provisions of the ASF Norm no. 18/2017, in order to ensure the transparency of the way of registration and settlement of petitions, as well as of the requests for alternative dispute resolution, by the company Insurance Pool Against Natural Disasters S.A., we provide you with the latest information.

PAID Romania's policy for resolving complaints is oriented towards their amicable settlement, mutually advantageous and sustainable, in order to prevent the occurrence of divergences in the future.

Following the analysis of the petition, depending on the issue raised and based on the decision of the Committee, the petitioner can be invited to the headquarters of PAID Romania in order to discuss the notified issues.

In the event that an amicable settlement is not possible, during the direct meeting between the petitioner and the PAID representatives, the petitioner will be informed and alternative dispute resolution methods - SAL-FIN, including the mediation procedure regulated by Law Nr. 192/2006 on mediation and organization of the mediator profession, with subsequent amendments and completions, direct negotiations between the parties involved, extrajudicial transactions under the conditions of Art. 2.267 et seq. of the Civil Code (Law No. 287/2009) and arbitration.

The formulation of a petition according to this procedure and / or other applicable legal norms does not constitute a restriction of the petitioner's right to resort to legal judicial proceedings.

In order to settle amicably the disputes between PAID and the insured, contractors, beneficiaries, injured persons or their representatives, at the request of one of the parties, alternative dispute resolution methods shall be used, provided by the legal provisions in force, respectively in the case of individuals. the entity for the alternative settlement of SAL-FIN disputes, and in the case of legal persons mediation or arbitration; amicable settlement or through alternative dispute resolution methods does not limit the right of the parties to apply to the competent courts. In order to obtain more information on the Alternative Dispute Resolution Entity (SAL-FIN), visit the following link: www.salfin.ro.

For viewing/downloading Regulation no. 4/2016 on the organization and functioning of the Alternative Dispute Resolution Entity in the non-banking financial field. For information on the conditions for accessing alternative dispute resolution procedures contained in O.G. no. 38/2015.

The ways in which any natural or legal person (petitioner) can submit a complaint to PAID Romania are:

A.   Directly by:

• Romanian Post or any express courier company by sending the petition to the registered office of PAID Romania;

• Personally or through a conventional representative (with authentic power of attorney) by submitting the complaint to the registered office of PAID Romania;

• E-mail to office@paidromania.ro;

• Fax to the number 031.105.42.62.

B. Indirectly through:

• Financial Supervisory Authority;

• Other competent state institutions;

• Insurance companies authorized to practice disaster risks.

In order to be able to respond to a complaint, it must be addressed in writing and contain a minimum of information about the complainant so that it can be identified and a response can be given to a home address, e-mail address. mail or to a fax number.

If the complainant submits a verbal complaint, he will be advised to address it in writing, giving him all the data and information necessary to address that complaint in writing. If, however, the complaint is not addressed in writing, it will not be dealt with.

Verbal complaints (within the meaning of the term "complaint" as defined in this procedure) are not taken into account.

Anonymous petitions, respectively those in which the identification data of the petitioner are not entered or those that do not allow his identification in any form will not be considered and will be classified.

• Law no. 260/2008 (republished) on the compulsory insurance of dwellings against earthquakes, landslides or floods, with subsequent amendments and completions;

• Law no. 237/2015 on the authorization and supervision of the insurance and reinsurance activity;

• The rules regarding the information that insurers and insurance intermediaries must provide to customers, as well as other elements that must be included in the insurance contract implemented by the Order of the President of the C.S.A. no. 23/2009 (with subsequent amendments and completions);

• Norm no. 18/2017 on the procedure for resolving petitions regarding the activity of insurance and reinsurance companies and insurance brokers.